Problem

From the Server doc :https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-variablesIncludeissuevariables it is possible to add the variable ${request.details} to customer notifications, but it is not available in the Cloud Version.

${request.details}- The full details of a request. This includes the creation date, request type, summary, and the same fields configured as visible in the request type setting. This does not include fields created by third-party add-ons.

Suggested resolution

Have the ability to use the ${request.details} variable in customer notifications.